Date Received: 2021-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was granted a COVID Forbearance plan. During the forbearance plan I missed a little over a payment and a half. In XXXX I wanted to bring the loan current. I asked that the lender defer the missed payments. Upon reciept of the paperwork I notice that there would be a negative reporting on my credit. I asked to pay the deferred amount back to bring the loan current. The lender has refused. I have called over 12 times. This is clearly illegal. I never signed any paperwork. Loancare unilaterally made this change without fully informing me of the remifications and getting a signature. Additionally, my wife is a co-borrower and she never signed or consented to anything. Finally, they are refusing to accept my money to take it out of deferral thus making it impossible for me to refinance not only this property but any property I would own or want to own in the future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90045
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I made an electronic payment to LoanCare LLP on XX/XX/2020 in the amount of {$2200.00}. The mortgage company states that they did not recieve the payment. I contacted XXXX XXXX bank and they confirmed that the payment was made with transaction # XXXX. I have spoken to LoanCare at least a half dozen times and have been treated with disdain, and told I have not furnished them enough information. I have paid my mortgage electronically `through XXXX and XXXX XXXX for years without a problem. I made a claim with XXXX XXXX which was denied because they confirmed the money was received by LoanCare. Please Advise.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2021-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have made two mortgage payments totaling {$6500.00} that LoanCare has not applied to our account. These are the payments for XX/XX/XXXX and XX/XX/XXXX. We have called 12 times trying to correct the issue. They eventually hang up on us when they say they are transferring us to a manager. We even got XXXX XXXX XXXX on the phone with a LoanCare rep to confirm the payments were processed by them. We are getting harassing phone calls daily saying we are past due, when LoanCare has our money. We have spent hours on the phone with them to no avail.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75077
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: It was a FHA mortgage that was in CARES Act forbearance and was repeatedly assured that no negative reporting would occur. The house was sold and paid in full then after LoanCare LLC reporting 90 days late and my credit score was greatly affected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX Loancare Account # : XXXX. Conventional 15 year mortgage. Received letter advising of {$120.00} Esrow shortage XX/XX/XXXX. Mailed check to cover XX/XX/XXXX. Morgage payment sent electroncally by usual bank XXXX XXXX XXXX XXXX for {$1300.00} noted as recieved and cashed by bank XX/XX/XXXX. Issue : Morgage holder denied receipt of payment. Sent add'l confirmation to mortgage holder and recieved email confirmation they received the payment in XX/XX/XXXX. XX/XX/XXXX Advised by credit agency that my credit score dropped 60 points in XX/XX/XXXX when they were notifed by mortgage holder that I was over 30 days delinquent in payment. Per telephone call to mortgage holder XX/XX/XXXX they would not correct credit report until add'l transmittal information recieved from my bank. Besides ruining by credit, this has also stopped my refinancing process
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07304
Submitted Via: Web
Date Sent: 2021-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Loan Care about removing PMI from my mortgage. I started my FHA loan when the terms stated that PMI would be removed when loan to value ratio is 78 %. I contacted Loan Care several times and they stated that the value is based of my home 's appraised value of {$190000.00}. I reached the 78 % milestone in XXXX. Since then they have removed PMI payments from my account three times. After I contacted them about removing PMI from my account, they removed a PMI payment from my escrow account to make my payment look like they removed the PMI. If I hadn't checked the payment history, they could have continued removing PMI from my escrow account without me knowing it. They never responded to my message.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 17408
Submitted Via: Web
Date Sent: 2021-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am unable to contact XXXX MyLoanCare either through their website or by telephone for website assistance. In XXXX of XXXX they did not process my loan payment in a satisfactory manner. The charged me a late fee. I was able to contact them at the time by telephone and provided dates and information to dispute the late fee. They removed the late fee. In late XXXX I checked my credit report and they had reported me as being over 30 days late with my XXXX Payment. I have not been late with any mortgage payment in over 20 years. Nevertheless, I did not challenge their report at the time, even though they admitted by dropping the late charge that I was not late. In XXXX of XXXX, I was able to make my XXXX payment online, after much difficulty connecting to their site, Since they have proved to me they are unable or unwilling to process mail payments in a timely manner, I believe it is essential to make my payments on line to receive confirmation at the time of payment. I have not been able to contact XXXX.Myloancare either online or by telephone. Since that time I have not been able to get back to my account online, nor have I been able to reach anyone regarding my not being able to get to my account online with anyone at XXXX XXXX.My Loan Care either by phone or online. My impression is they seem to want to avoid customer contact to resolve any problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 38117
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX, LoanCare LLC provided a Mortgage Payoff Statement ( ATTACHED ) with the following fees prohibited under Regulation Z, 12 CFR 1026.34 : Processing/Recording : {$190.00} Statement Fee : {$30.00} LoanCare did not provide a processing fee disclosure prior to charging these fees, and the county recording fee is a fraction of what LoanCare is charging. 12 CFR 1026.34 Regulation Z states : " ( 9 ) Payoff statements ( i ) Fee prohibition. In general, a creditor or servicer ( as defined in 12 CFR 1024.2 ( b ) ) may not charge a fee for providing to a consumer, or a person authorized by the consumer to obtain such information, a statement of the amount due to pay off the outstanding balance of a high-cost mortgage. ( ii ) Processing fee. A creditor or servicer may charge a processing fee to cover the cost of providing a payoff statement, as described in paragraph ( a ) ( 9 ) ( i ) of this section, by fax or courier, provided that such fee may not exceed an amount that is comparable to fees imposed for similar services provided in connection with consumer credit transactions that are secured by the consumer 's principal dwelling and are not high-cost mortgages. A creditor or servicer shall make a payoff statement available to a consumer, or a person authorized by the consumer to obtain such information, by a method other than by fax or courier and without charge pursuant to paragraph ( a ) ( 9 ) ( i ) of this section. ( iii ) Processing fee disclosure. Prior to charging a processing fee for provision of a payoff statement by fax or courier, as permitted pursuant to paragraph ( a ) ( 9 ) ( ii ) of this section, a creditor or servicer shall disclose to a consumer or a person authorized by the consumer to obtain the consumer 's payoff statement that payoff statements, as described in paragraph ( a ) ( 9 ) ( i ) of this section, are available by a method other than by fax or courier without charge. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92532
Submitted Via: Web
Date Sent: 2021-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX through Loancare LLC began servicing contract XX/XX/XXXX and I made electronic payments from my credit union each month. In XX/XX/XXXX they notified me a payment had not been made. I contacted them and bank and we advised them of payment. Next month I received same message only now it was two months missing. Contacted bank and company again. Since then payments have been received and credited but still showing 2 months delinquent and has hurt credit report seriously. Now XXXX payment was returned to my bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78749
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX LoanCare, XXXX XXXX XXXX, XXXX XXXX, VA XXXX charged our escrow account {$430.00} for our homeowner 's insurance premium, but they sent the payment to the wrong company. XXXX, XXXX we received a notice of cancellation from our insurance company ( XXXX XXXX ), so we contacted LoanCare to determine why they had not been paid. LoanCare identified the error they made, but they charged our escrow account a second time to send the payment to the correct company. Our escrow account is now short and our payment will increase by nearly {$45.00} on XX/XX/XXXX. We received a letter from LoanCare dated XX/XX/XXXX stating that the first company that incorrectly received the insurance payment had mailed the refund check payable to us, and we were instructed to mail it to LoanCare as soon as we received it, and by XX/XX/XXXX we have not received the refund. We have no idea who LoanCare sent the first payment to so we don't know who to contact to try to discover where our refund is. Additionally, we are unable to reach a human being at LoanCare to ask them to refund one of the insurance payments while they work on getting the refund back. We've called LoanCare, but the recorded message states that the call volume is too high, so we left our name and number, but no one has returned our call. Basically, LoanCare has stolen {$430.00} from our escrow account and refuses to refund our money, and now we will be punished a second time by having to make up the shortage in our escrow account by paying an additional {$45.00} in our mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85051
Submitted Via: Web
Date Sent: 2021-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A